# iHeartDogs

> Public Help Center articles for iHeartDogs.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [I placed an order and didn't receive a confirmation/receipt. What do I do?](https://iheartdogs.gorgias.help/en-US/i-placed-an-order-and-didnt-receive-a-confirmationreceipt-what-do-i-do-1249476.md): If you recently placed an order and have not received a confirmation email or receipt, follow the steps below to resolve the issue:. 1. Thoroughly check your inbox. Start by checking your email inbox for the confirmation email or receipt. Be sure to
- [Can I make changes to my order once placed?](https://iheartdogs.gorgias.help/en-US/can-i-make-changes-to-my-order-once-placed-8095900.md): We totally get it — sometimes you need to tweak an order after you've hit "place order." Here's what we can (and can't) do once your order has been submitted. Change the shipping address: We'll always try! Reach out to us right away and we'll do ever
- [Shipping Costs](https://iheartdogs.gorgias.help/en-US/shipping-costs-1249432.md): Shipping costs depend on the products in your order, your shipping address, and the shipping speed you choose. Here's how it works and what to expect. Shopping as a guest: You can either:. Shopping while logged in: If you have a saved shipping addres
- [What carrier (USPS, FedEx, etc.) will ship my order?](https://iheartdogs.gorgias.help/en-US/what-carrier-(usps-fedex-etc)-will-ship-my-order-1249554.md): We work with multiple shipping carriers to get your order to you as efficiently as possible:. *Please note: Amazon Shipping is a delivery service used and is separate from Amazon.com. It is not connected to Amazon Prime or any benefits, discounts, or
- [When will my order ship?](https://iheartdogs.gorgias.help/en-US/when-will-my-order-ship-1249592.md): We know you’re eager to receive your order, and we’re here to help you understand when you can expect your order to ship. Processing time (prior to shipping) depends on the the item, its shipping location, and the selected shipping method (Standard o
- [When will my order be delivered?](https://iheartdogs.gorgias.help/en-US/when-will-my-order-be-delivered-1249591.md): We want to help you know exactly what to expect for your order's delivery. Your total delivery time is your order's processing time plus its transit time with our shipping carriers. Below you'll find transit & delivery estimates, plus how to put it a
- [My order has shipped. Can I make changes to my delivery address?](https://iheartdogs.gorgias.help/en-US/my-order-has-shipped-can-i-make-changes-to-my-delivery-address-1249514.md): Once an order ships, we are unable to make changes to the shipping address that you provided on the order. However, in some cases, you can contact the shipping carrier directly to request a change. If your order was shipped via DHL, unfortunately no
- [What do I do if I receive an incorrect, incomplete, or damaged order?](https://iheartdogs.gorgias.help/en-US/what-do-i-do-if-i-receive-an-incorrect-incomplete-or-damaged-order-1249543.md): We're sorry your order didn't arrive the way it should have! Here's how to get it sorted, based on what happened. If the product you received doesn't match what you ordered, submit a help ticket to our Hero Support team here, and include:. If your it
- [If I choose expedited shipping, when will my order arrive?](https://iheartdogs.gorgias.help/en-US/if-i-choose-expedited-shipping-when-will-my-order-arrive-1249481.md): We offer expedited shipping, Two Day and Next Day options, with delivery Monday through Saturday* (*exclusions apply - see chart below for details).
- [My tracking information says my order was delivered, but I didn't receive it. What do I do?](https://iheartdogs.gorgias.help/en-US/my-tracking-information-says-my-order-was-delivered-but-i-didnt-receive-it-what-do-i-do-1249515.md): We understand how frustrating it can be when your tracking information shows that your package was delivered, but you can’t find it. Most packages arrive as expected when the tracking indicates delivery, but occasionally, packages can be mistakenly m
- [International Ordering](https://iheartdogs.gorgias.help/en-US/international-ordering-1249500.md): At iHeartDogs, we’re excited to offer international shipping to our global family of dog lovers! Here’s a detailed guide to help you understand our international ordering options. DDP is currently available for orders shipping to Australia, Canada, U
- [Duties and Taxes](https://iheartdogs.gorgias.help/en-US/duties-and-taxes-1245030.md): International customers must pay applicable sales tax, duties and customs charges which are determined by your local government and vary by country. Duties, taxes and/or customs fees will be an additional amount collected upon delivery of your order.
- [What countries does iHeartDogs ship to?](https://iheartdogs.gorgias.help/en-US/what-countries-does-iheartdogs-ship-to-1249542.md): We currently ship to all countries except:. Albania, Algeria, Angola, Benin, Brazil, Cameroon, Cook Islands, Costa Rica, Crimea-Region of Ukraine, Cuba, Gambia, Guatemala, Indonesia, Iran, Kyrgyzstan, Laos, Lebanon, Liberia, Libya, Malawi, Moldova, M
- [90-Day Returns, Exchanges & Replacements Policy](https://iheartdogs.gorgias.help/en-US/90-day-returns-exchanges-and-replacements-policy-1249496.md): We want you to love your purchase! If you're not completely satisfied, we offer easy returns, replacements, and exchanges within 90 days of purchase. ✅ No need to send the item back (some exclusions apply).✅ Quick and easy process—just reach out to u
- [Checking Product Availability or Stock Status](https://iheartdogs.gorgias.help/en-US/checking-product-availability-or-stock-status-1245010.md): To verify a product's availability, check the product page and you will see one of the following indicators:
- [Clothing Size Charts & How to Measure](https://iheartdogs.gorgias.help/en-US/clothing-size-charts-and-how-to-measure-1245018.md): Looking for the right size? Use the charts below to find the best fit for your clothing style. Our clothing is available in several styles and brands, so sizing may vary by item. For the most accurate fit, check the size chart for the specific clothi
- [Personalizing Apparel](https://iheartdogs.gorgias.help/en-US/personalizing-apparel-1249524.md): Steps for personalizing apparel my vary a bit by product - however, the personalization process will be similar. Here is a video example:
- [User Guide: Solar Lanterns](https://iheartdogs.gorgias.help/en-US/user-guide-solar-lanterns-1249535.md): This guide will help you set up and operate your solar lantern. These steps ensure your product runs smoothly, providing optimal lighting for your garden or outdoor space. How The Solar Light Works. During the day, the solar panel recharges the batte
- [Filled With Love Memorial Magnetic Therapy Bracelet - Size Adjustment Video Tutorial](https://iheartdogs.gorgias.help/en-US/filled-with-love-memorial-magnetic-therapy-bracelet---size-adjustment-video-tutorial-1245033.md): For help re-sizing your Filled With Love Memorial Magnetic Therapy Bracelet, please watch our instruction video below:
- [Create an Account](https://iheartdogs.gorgias.help/en-US/create-an-account-1249440.md): To create a shopping account:. Note: With the exception of Autoship and VIP memberships, you do not need an account to place an order and are able to checkout as a guest.
- [Manage Account](https://iheartdogs.gorgias.help/en-US/manage-account-1249442.md): If you have a Shopping Account created with us, you can edit your saved information at anytime from your account (name, phone number, email address, saved payment methods, saved addresses, etc.). First, log in to your Shopping Account here. Next, rev
- [Reset Account Password](https://iheartdogs.gorgias.help/en-US/reset-account-password-1245041.md): Need to reset your password?. You can reset your iHeartDogs password directly from our website here. If you enter the correct email/username associated with your account, you will be sent an email within 10 minutes of submitting the request to reset
- [Order History](https://iheartdogs.gorgias.help/en-US/order-history-1249429.md): To keep a record of your order history, you must have a shopping account created. If you have an account established already and would like to view your order history, first sign into your iHeartDogs.com account with your user name and password. Next
- [Hero VIP Club Guide](https://iheartdogs.gorgias.help/en-US/hero-vip-club-guide-1249379.md): If you believe that every single dog matters, even the ones still waiting in shelters, our Hero VIP Club is for you. By joining, you’ll not only unlock amazing perks, but you’ll also help provide life-saving meals to hungry shelter dogs every single
- [Hero VIP Club: How to Join](https://iheartdogs.gorgias.help/en-US/hero-vip-club-how-to-join-1249421.md): We’re so excited that you’re interested in becoming part of the Hero VIP Club!. As a member, you’ll provide meals for hungry shelter dogs every month and unlock exclusive perks, discounts, and opportunities to make a bigger impact. The Hero VIP Club
- [Hero VIP Club: How to Cancel](https://iheartdogs.gorgias.help/en-US/hero-vip-club-how-to-cancel-1249417.md): We understand that you may need to cancel your Hero VIP Membership. While we'd hate to see you go, you may cancel your Hero VIP Membership at any time directly from your account. To Cancel Your Membership. Select the Subscription to Modify. Thank you
- [Hero VIP Club: Manage Payment](https://iheartdogs.gorgias.help/en-US/hero-vip-club-manage-payment-1249414.md): To update payment for your Hero VIP Membership, the instructions are as follows:
- [Hero VIP Club: Accessing Membership Discounts](https://iheartdogs.gorgias.help/en-US/hero-vip-club-accessing-membership-discounts-1249413.md): If you are an active Hero VIP member, you can access your membership discounts directly from your account. ON DESKTOP. ON MOBILE. STEP 1:. Go here and login to your iHeartDogs account >>>
- [Autoship Guide](https://iheartdogs.gorgias.help/en-US/autoship-guide-1244995.md): Welcome to our Autoship Guide! Autoship is a convenient way to ensure you never run out of your favorite products. Below are helpful links regarding how to manage Autoship subscriptions, including starting, modifying, and canceling them.
- [How to Add or Remove Products from Your Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-add-or-remove-products-from-your-autoship-subscription-1249435.md): Managing the products in your Autoship subscription is easy and flexible. Whether you need to add new items or remove existing ones, follow the steps below to update your Autoship subscription. Adding Products to Your Autoship Subscription. Log In to
- [How to Cancel an Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-cancel-an-autoship-subscription-1249437.md): We understand that sometimes you may need to cancel your Autoship subscription. Before you do, consider some alternative options that might better suit your needs, such as changing the next occurrence date or pausing your schedule. Alternative Option
- [How to Change the Frequency of Your Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-change-the-frequency-of-your-autoship-subscription-1249438.md): Changing the frequency of your Autoship schedule is easy and can help ensure you receive your products as often as you need them. Follow the steps below to adjust your autoship schedule frequency:. Select the Subscription to Modify. Change the Next O
- [How to Change the Next Occurrence Date for Your Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-change-the-next-occurrence-date-for-your-autoship-subscription-1249439.md): Changing the next occurrence date of your Autoship schedule is easy and can help ensure you receive your products exactly when you need them. Follow the steps below to adjust your next processing date:. Select the Subscription to Modify. Change the N
- [How to Pause an Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-pause-an-autoship-subscription-1249458.md): If you need to temporarily stop your Autoship deliveries, pausing your Autoship is a great option. This way, you can resume your deliveries whenever you're ready, maintaining the convenience and savings of our Autoship service. How to Pause Your Auto
- [How to Resume an Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-resume-an-autoship-subscription-1249461.md): If you've previously paused your Autoship subscription and are ready to resume deliveries, we're here to help. Resuming your Autoship subscription is quick and easy. Follow the steps below to get your deliveries back on schedule. How to Resume Your A
- [How to Start an Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-start-an-autoship-subscription-1249462.md): Starting an Autoship subscription is a convenient way to ensure you never run out of your favorite products. Follow the steps below to set up your Autoship subscription and enjoy hassle-free deliveries on a schedule that suits you. Browse Products:.
- [How to Update Payment Information for Your Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-update-payment-information-for-your-autoship-subscription-1249467.md): Keeping your payment information up to date ensures that your Autoship orders are processed smoothly without interruptions. Follow these steps to update your payment information for your Autoship subscription:. Update Payment Information:. Need Assis
- [How to Update the Shipping Address for Your Autoship Subscription](https://iheartdogs.gorgias.help/en-US/how-to-update-the-shipping-address-for-your-autoship-subscription-1249470.md): Keeping your shipping address up to date ensures that your Autoship orders are delivered to the correct location. Follow the steps below to update your shipping address for your Autoship subscriptions:. Select the Subscription to Modify. Change the A
- [About Rainbow Bridge 🐶🌈](https://iheartdogs.gorgias.help/en-US/about-rainbow-bridge-1319859.md): The iHeartDogs Rainbow Bridge site is a heartfelt place dedicated to honoring the lives of beloved pets who have crossed the Rainbow Bridge. We created this space as a gentle refuge for pet parents and animal lovers to reflect, remember, and celebrat
- [Create a Memorial Listing on Rainbow Bridge](https://iheartdogs.gorgias.help/en-US/create-a-memorial-listing-on-rainbow-bridge-1319822.md): Creating a memorial for your beloved pet is a meaningful way to honor their life and legacy. Our Rainbow Bridge memorials are completely free to create, and they offer a lasting space to share photos, memories, and tributes that celebrate your pet’s
- [Upgrade Your Listing - Become a Legacy Member](https://iheartdogs.gorgias.help/en-US/upgrade-your-listing---become-a-legacy-member-1319824.md): Creating a Rainbow Bridge memorial for your beloved pet is completely free, but for those who wish to enhance their tribute and give back in their pet’s name, we offer the option to upgrade your listing and become a Legacy Member. For just $4.99/mont
- [View Activity on Your Rainbow Bridge Memorial](https://iheartdogs.gorgias.help/en-US/view-activity-on-your-rainbow-bridge-memorial-1319779.md): Each Rainbow Bridge memorial is a living tribute where friends, family, and fellow pet lovers can show their support. Visitors can leave thoughtful messages, send virtual flowers, or even make a donation to shelter animals in your pet’s honor. Here’s
- [Engage with the Rainbow Bridge Community](https://iheartdogs.gorgias.help/en-US/engage-with-the-rainbow-bridge-community-1319794.md): The Rainbow Bridge community is here to uplift, comfort, and connect pet lovers who are navigating the same journey. Here are a few ways to engage:. Ways to Get Involved:. Simple acts of kindness—like a kind word or a shared memory—can make a meaning
- [Edit Your Pet's Name on your Rainbow Bridge Memorial](https://iheartdogs.gorgias.help/en-US/edit-your-pets-name-on-your-rainbow-bridge-memorial-1319770.md): If you need to update or correct your pet's name on their memorial page, you can easily do so from your account. Steps to Edit Your Pet's Name:. The updated name will be reflected immediately on the public memorial page. ❤️ We're honored to help you
- [Edit Your Pet's Photo on your Rainbow Bridge Memorial](https://iheartdogs.gorgias.help/en-US/edit-your-pets-photo-on-your-rainbow-bridge-memorial-1319773.md): If you wish to update your pet's photo on their memorial page, you can easily do so from your account. Steps to Edit Your Pet's Name:. The updated photo will be reflected immediately on the public memorial page. ❤️ It’s our privilege to help keep you
- [Birthday Club – Celebrate Your Pup’s Special Day!](https://iheartdogs.gorgias.help/en-US/birthday-club-%E2%80%93-celebrate-your-pup%E2%80%99s-special-day-2297790.md): At iHeartDogs, we believe every pup deserves to be celebrated! That’s why we created the iHeartDogs Birthday Club — a fun way to honor your dog’s birthday (or adoption day) with exclusive perks. The Birthday Club is a free program where you can regis
- [Birthday Club: Add a Dog](https://iheartdogs.gorgias.help/en-US/birthday-club-add-a-dog-1249433.md): To add a dog to your account for the iHeartDogs Birthday Club, you will need to edit the weblink below (to include your email address that is associated with your Birthday Club sign up) and then visit that web page. https://iheartdogs.com/birthday-cl
- [Birthday Club: Remove a Dog](https://iheartdogs.gorgias.help/en-US/birthday-club-remove-a-dog-1249464.md): To unsubscribe and stop receiving Birthday Club notifications, you can do this directly from the email notification you received regarding our Birthday Club. The unsubscribe link will be at the very bottom of the email as in the example shown below.
- [Where do I enter my coupon or store credit code?](https://iheartdogs.gorgias.help/en-US/where-do-i-enter-my-coupon-or-store-credit-code-1249595.md): If you have an hero credit (store credit), coupon / promo code or e-gift certificate that you would like to redeem on your order, enter the code at the Cart page OR Checkout page prior to completing your purchase. 1. CART PAGE: Enter your code in the
- [How can I get a coupon or promo code?](https://iheartdogs.gorgias.help/en-US/how-can-i-get-a-coupon-or-promo-code-1249425.md): We occasionally send coupons for use on merchandise only to our iHeartDogs.com subscribers. Please be sure to subscribe and remember to check your emails!
- [My coupon code isn't working](https://iheartdogs.gorgias.help/en-US/my-coupon-code-isnt-working-1249512.md): If the coupon or store credit code you've attempted to use isn't working, it could be because the code has expired, been used too many times or is not valid for the item(s) you are trying to purchase. It's also possible that you may have entered the
- [Feeding Shelter Dogs 🐾](https://iheartdogs.gorgias.help/en-US/feeding-shelter-dogs-8096234.md): Feeding Shelter Dogs is iHeartDogs' flagship giveback program, made possible through a partnership with GOODS by Greater Good Charities — a large-scale pet food distribution network that gets donated and surplus food to shelters across the country. S
- [Second Chance Rescue Flights ✈️](https://iheartdogs.gorgias.help/en-US/second-chance-rescue-flights-8096230.md): Second Chance Rescue Flights (part of the broader Second Chance Movement™) is a life-saving transport initiative made possible through iHeartDogs' partnership with Greater Good Charities. This program was created with a shared mission: to fly and dri
- [Send A Care Package 🎁](https://iheartdogs.gorgias.help/en-US/send-a-care-package-8096231.md): Send A Care Package is a giveback initiative made possible through iHeartDogs' partnerships with rescue and shelter organizations across the country. This program was created with a simple mission: to give shelter dogs a boost of morale and a little
- [Rescue Roadtrip 🚚](https://iheartdogs.gorgias.help/en-US/rescue-roadtrip-1814358.md): Rescue Roadtrip is a life-saving rescue initiative made possible through a collaboration between iHeartDogs and Bosque Animal Rescue Kennels (BARK) — a 501(c)(3) non-profit organization based in Texas. This program was created with a shared mission:
- [Steps of Hope Project ♿](https://iheartdogs.gorgias.help/en-US/steps-of-hope-project-8096232.md): Steps of Hope is an emergency rescue mission made possible through iHeartDogs' partnership with The Unstoppable Ranch in Temecula, California. This program was created to give abused and disabled dogs the chance to walk, run, and live again — through
- [Safe & Together 🦋](https://iheartdogs.gorgias.help/en-US/safe-and-together-8096233.md): Safe & Together™ is a life-changing initiative made possible through iHeartDogs' partnership with Greater Good Charities. This program was created with a shared mission: to help domestic violence survivors and their pets find safety together, instead
- [Data erasure request](https://iheartdogs.gorgias.help/en-US/data-erasure-request-1245019.md): If you'd like to have your information removed from our system, please use the link below to submit your request. https://iheartdogs.com/privacy-terms/privacy-web-form/
- [Delete my personal information](https://iheartdogs.gorgias.help/en-US/delete-my-personal-information-1245020.md): If you wish to delete your account and all personal information associated with it, please visit the link below. https://iheartdogs.com/privacy-terms/privacy-web-form/
- [How to unsubscribe from our email list](https://iheartdogs.gorgias.help/en-US/how-to-unsubscribe-from-our-email-list-1249466.md): To unsubscribe and stop receiving marketing emails from iHeartDogs.com, you can do this directly from the email you received. The unsubscribe link will be at the very bottom of the email. Note: If you are on more than one email list, you may need to